Jared Flowers Email & Phone Number

Kingston, PA, US

Wilkes-Barre, Pennsylvania, United States

Global

• I provided advanced technical support for Microsoft 365, ensuring seamless communication and maximizing client satisfaction. Highlights of my role include:
• Achieved 15% higher case volume per agent compared to the team average, demonstrating exceptional troubleshooting skills and efficiency.
• Successfully provisioned PSTN calling and conferencing numbers for Operator Connect/Direct Routing, optimizing communication capabilities for clients.
• Coordinated cross-functional collaboration with Microsoft M365 Business, Azure DevOps Support, and internal teams for efficient issue resolution.
• Designed, tested, and evaluated solutions and new features in a dedicated test tenant, improving documentation and troubleshooting procedures.

Global

• I resolved complex software and audio issues for Cisco WebEx and Teams, Adobe Connect, and Intrado Unified Meeting and Hoot. Highlights of my role include:
• Managed end-to-end cases and interactions, serving as a centralized point of contact and achieving 24-hour resolution for 90% of cases.
• Coordinated with vendors, networking, software engineering, development, and telecom teams to identify and address outages, bugs, and compatibility conflicts.
• Selected as a Product Expert for flagship software, Unified Meeting and Hoot, contributing to advanced troubleshooting documentation, beta testing, and training.

Global

• I provided comprehensive web and audio conferencing support to over 15,000 global business professionals, consistently exceeding service level goals. Highlights of my role include:
• Troubleshot and resolved issues with a wide range of conferencing products, including Genesys Meeting Center, InterCall Unified Meeting, Cisco WebEx, and Microsoft Live Meeting, ensuring seamless virtual meetings and.
• Demonstrated exceptional first-call resolution skills, resulting in minimal escalations and high customer satisfaction.
• Utilized Salesforce to maintain detailed records of customer interactions, facilitating efficient coordination with technical teams for multi-tiered customer issues.
• Took on additional responsibilities as a Training Mentor, creating over 70 standard operating procedures (SOPs) and developing more than 40 self-help articles to enhance knowledge sharing and support resources.